Manager, Golden (12 Month Contract)

About Four Seasons:

Four Seasons is powered by our people. We are a collective of individuals who crave to become better, to push ourselves to new heights and to treat each other as we wish to be treated in return. Our team members around the world create amazing experiences for our guests, residents, and partners through a commitment to luxury with genuine heart. We know that the best way to enable our people to deliver these exceptional guest experiences is through a world-class employee experience and company culture.

At Four Seasons, we believe in recognizing a familiar face, welcoming a new one and treating everyone we meet the way we would want to be treated ourselves. Whether you work with us, stay with us, live with us or discover with us, we believe our purpose is to create impressions that will stay with you for a lifetime. It comes from our belief that life is richer when we truly connect to the people and the world around us.

About the location:
Four Seasons Hotels and Resorts is a global, luxury hotel management company. We manage over 130 hotels and resorts and 50 private residences in 47 countries around the world and growing. Central to Four Seasons employee experience and social impact programming is the company’s commitment to supporting cancer research, and the advancement of diversity, inclusion, equality and belonging at Four Seasons corporate offices and properties worldwide. At Four Seasons, we are powered by people and our culture enables everything we do.

Manager, Golden (12 Month Contract)

The Manager, Golden will provide clear accountability and leadership for the usage of Golden in our hotels and resorts globally.

Working in collaboration with Product Design, TID (Technology, Innovation and Data), Global Hospitality, the various Worldwide Reservations teams, Product Owners for key, Golden exp, Golden home as well as the clienteling team.

This role will be responsible for developing and managing the Golden UI and will be accountable for the performance and lifecycle of the product. They will create, own and groom the product roadmap, leading conception, planning and launch while maintaining relations with cross functional stakeholders. Together with the Guest Recognition Operations Training Manager, develop necessary roll-out plans for new features as well as training materials to ensure adoption of functionality.

Key accountability areas include driving adoption of Golden and partnering with technology and operations to develop programs that scale across the brand.

What You’ll Be Doing:

Conduct monthly calls with properties to communicate new developments, upcoming features, and receive feedback on current UI

• Work collaboratively with the IT team to prioritize features

Innovation

• Manage and maintain a backlog of features that are prioritized accordingly.
• Think to the future and generate leading ideas
• Design new features and conceptualize how they would provide a better guest experience and employee experience

Performance Management

• Facilitate meetings and workshops to gather requirements, validate assumptions, and ensure alignment between business stakeholders and technical teams.
• Work closely with cross-functional teams, such as developers, testers and designers to ensure a shared understanding of requirements and facilitate the delivery of high-quality software solutions
• Assist with the onboarding of new properties to ensure the Guest Recognition tools are successfully implemented and utilized

Product Management

• Provide support to the technical teams and property teams during the implementation phase, addressing questions and resolving any issues that arise
• Collaborate with other Product Owners to develop products that will work in tandem and synchronize releases.
• Manage and maintain a backlog of features that are prioritized accordingly.

What You Bring:

• Bachelors Degree in Hospitality - Preferred
• 3-5 years of experience in a fast paced environment
• Reservations, Guest Recognition and Operations experience required
• 1-2 years’ experience utilizing reservations and operations software (PMS, ORS, Golden, Key, Golden EXP)
• 2-3 years as assistant department head or 1-2 years as department head
• Strong understanding of on-property guest recognition
• Strong understanding of training and program deployment
• Solid innovator with proven track record of implementing new ideas

Key Skills/Who You Are:

• Strong innovative skills representing the Four Seasons brand at all times
• Familiarity with Teams, Jira, Microsoft Word and Excel, ORS, PMS
• Preferably experience with Salesforce and Informatica
• Ability to communicate effectively at all levels
• Self-starter, ability to manage competing priorities with minimal supervision
• Proactive and takes initiative
• Intuitive with all troubleshooting
• Strong administrator with excellent planning and organizational skills

Travel:

• 10-20%

Annual Base Salary Range:$90,000 – $105,000 CAD + additional rewards as part of the total compensation package.

This role will be a Hybrid working model, which will require 3 days per week in the Four Seasons Corporate Office located at 1165 Leslie Street, Toronto, Ontario #LI-Hybrid

Four Seasons is committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. If contacted for an employment opportunity, please advise Human Resources if you require accommodation.